3rd Line Support Engineer

The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. A secondary purpose is to provide internal desktop support to all staff.

The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes.

Key Responsibilities of a 3rd Line Support Engineer
DEMS/Software Support

• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS, troubleshooting and resolving complex issues.
• Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.
• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
• Provide training and rollout support on DEMS internally and externally as required.
• Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.

Internal Desktop Support

• Providing desktop and server support.
• Undertaking small-to-medium sized IT projects as required d then and managing the project to meet objectives.
• Setting up and configuring new laptops and desktops, installing authorised software.
  
  IT Lead Responsibilities

• Managing third party software applications
• Managing third party IT suppliers in the execution of IT Support.
• Providing a base line monitoring Blueprint / Typical profile of systems deployed.
• Working collaboratively with Senior Third Line support to assist and undertake installs for cloud systems.

Key Competencies of a 3rd Line Support Engineer
Technical Skills

• Windows Servers (setup and maintenance).
• Active Directory.
• Maintain and configure laptops, desktops and mobile devices.
• Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).
• MS Exchange.
• MS SQL experience.
• Knowledge/experience of Azure Portal
• Software installs and upgrades.

Professional/Personal Skills

• Reliable self-starter that is service driven that enjoys getting the job done.
• Can undertake small/medium projects.
• Has good documentation and communications skills.
• Ability to work out of hours if required

Police vetting will be a requirement for this role.

Benefits

• Private Medical Insurance
• Birthday Off
• Purchase up to an additional 5 days of holiday.
• Employee Assistance Programme
• We aim to finish work at 2pm on Fridays.

Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment's Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant: Donna Jackson